Strata Call Manager Administrator...

Telecommunication Systems Division

Strata Call ManagerAdministrator Guide

Title Page

®

March 2010

Publication Information

Toshiba America Information Systems, Inc.

Telecommunication Systems Division

Publication InformationToshiba America Information Systems, Inc., Telecommunication Systems Division, reserves the right, without prior notice, to revise this information publication for any reason, including, but not limited to, utilization of new advances in the state of technical arts or to simply change the design of this document.

Further, Toshiba America Information Systems, Inc., Telecommunication Systems Division, also reserves the right, without prior notice, to make such changes in equipment design or components as engineering or manufacturing methods may warrant.

CIX-SCM-AG-VB

Version B, March 2010

Our mission to publish accurate, complete and user accessible documentation. At the time of printing the information in this document was as accurate and current as was reasonably possible. However, in the time required to print and distribute this manual additions, corrections or other changes may have been made. To view the latest version of this or other documents refer to the Toshiba FYI web site.

Toshiba America Information Systems shall not be liable for any commercial losses, loss of revenues or profits, loss of goodwill, inconvenience, or exemplary, special, incidental, indirect or consequential damages whatsoever, or claims of third parties, regardless of the form of any claim that may result from the use of this document.

THE SPECIFICATIONS AND INFORMATION PROVIDED HEREIN ARE FOR INFORMATIONAL PURPOSES ONLY AND ARE NOT A WARRANTY OF ACTUAL PERFORMANCE, WHETHER EXPRESSED OR IMPLIED. THE SPECIFICATIONS AND INFORMATION ARE SUBJECT TO CHANGE WITHOUT NOTICE. ACTUAL PERFORMANCE MAY VARY BASED ON INDIVIDUAL CONFIGURATIONS, USE OF COLLATERAL EQUIPMENT, OR OTHER FACTORS.

© Copyright 2009~2010This document is copyrighted by Toshiba America Information Systems, Inc. with all rights reserved. Under the copyright laws, this document cannot be reproduced in any form or by any means—graphic, electronic, or mechanical, including recording, taping, photocopying, without prior written permission of Toshiba. No patent liability is assumed, however, with respect to the use of the information contained herein.

TrademarksStrata, SD (Secure Digital) and CIX are registered trademarks of Toshiba Corporation.

Stratagy, eManager, My Phone Manager and Info Manager are registered trademarks of Toshiba America Information Systems, Inc.

Windows and Microsoft are registered trademarks of Microsoft.

Trademarks, registered trademarks, and service marks are the property of their respective owners.

FCC RequirementsMeans of Connection: The Federal Communications Commission (FCC) has established rules which permit the Strata CIX system to be connected directly to the telephone network. Connection points are provided by the telephone company—connections for this type of customer-provided equipment will not be provided on coin lines. Connections to party lines are subject to state tariffs.

Incidence of Harm: If the system is malfunctioning, it may also be disrupting the telephone network. The system should be disconnected until the problem can be determined and repaired. If this is not done, the telephone company may temporarily disconnect service. If possible, they will notify you in advance, but, if advance notice is not practical, you will be notified as soon as possible. You will be informed of your right to file a complaint with the FCC.

Service or Repair: For service or repair, contact your local Toshiba telecommunications distributor. To obtain the nearest Toshiba telecommunications distributor in your area, log onto www.toshiba.com/taistsd/pages/support_dealerlocator.html or call (800) 222-5805 and ask for a Toshiba Telecom Dealer.

Radio Frequency InterferenceWarning: This equipment generates, uses, and can radiate radio frequency energy and if not installed and used in accordance with the manufacturer’s instruction manual, may cause interference to radio communications. It has been tested and found to comply with the limits for a Class A computing device pursuant to Subpart J of Part 15 of FCC Rules, which are designed to provide reasonable protection against such interference when operated in a commercial environment. Operation of this equipment in a residential area is likely to cause interference, in which case, the user, at his/her own expense, will be required to take whatever measures may be required to correct the interference.

TOSHIBA AMERICA INFORMATION SYSTEMS, INC. (“TAIS”)Telecommunication Systems Division License Agreement

IMPORTANT: THIS LICENSE AGREEMENT (“AGREEMENT”) IS A LEGAL AGREEMENT BETWEEN YOU (“YOU”) AND TAIS. CAREFULLY READ THIS LICENSE AGREEMENT. USE OF ANY SOFTWARE OR ANY RELATED INFORMATION (COLLECTIVELY, “SOFTWARE”) INSTALLED ON OR SHIPPED WITH A TAIS DIGITAL SOLUTIONS PRODUCT OR OTHERWISE MADE AVAILABLE TO YOU BY TAIS IN WHATEVER FORM OR MEDIA, WILL CONSTITUTE YOUR ACCEPTANCE OF THESE TERMS, UNLESS SEPARATE TERMS ARE PROVIDED BY THE SOFTWARE SUPPLIER. IF YOU DO NOT AGREE WITH THE TERMS OF THIS LICENSE AGREEMENT, DO NOT INSTALL, COPY OR USE THE SOFTWARE AND PROMPTLY RETURN IT TO THE LOCATION FROM WHICH YOU OBTAINED IT IN ACCORDANCE WITH APPLICABLE RETURN POLICIES. EXCEPT AS OTHERWISE AUTHORIZED IN WRITING BY TAIS, THIS SOFTWARE IS LICENSED FOR DISTRIBUTION THROUGH TAIS AUTHORIZED CHANNELS ONLY TO END-USERS PURSUANT TO THIS LICENSE AGREEMENT.

1. License Grant. The Software is not sold; it is licensed upon payment of applicable charges. TAIS grants to you a personal, non-transferable and non-exclusive right to use the copy of the Software provided under this License Agreement. You agree you will not copy the Software except as necessary to use it on one TAIS system at a time at one location. Modifying, translating, renting, copying, distributing, printing, sublicensing, transferring or assigning all or part of the Software, or any rights granted hereunder, to any other persons and removing any proprietary notices, labels or marks from the Software is strictly prohibited except as permitted by applicable law; you agree violation of such restrictions will cause irreparable harm to TAIS and provide grounds for injunctive relief, without notice, against you or any other person in possession of the Software. You and any other person whose possession of the software violates this License Agreement shall promptly surrender possession of the Software to TAIS, upon demand. Furthermore, you hereby agree not to create derivative works based on the Software. TAIS reserves the right to terminate this license and to immediately repossess the software in the event that you or any other person violates this License Agreement. Execution of the Software for any additional capabilities require a valid run-time license.

2. Intellectual Property. You acknowledge that no title to the intellectual property in the Software is transferred to you. You further acknowledge that title and full ownership rights to the Software will remain the exclusive property of TAIS and/or its suppliers, and you will not acquire any rights to the Software, except the license expressly set forth above. You will not remove or change any proprietary notices contained in or on the Software. The Software is protected under US patent, copyright, trade secret, and/or other proprietary laws, as well as international treaties. Any transfer, use, or copying of the software in violation of the License Agreement constitutes copyright infringement. You are hereby on notice that any transfer, use, or copying of the Software in violation of this License Agreement constitutes a willful infringement of copyright.

3. No Reverse Engineering. You agree that you will not attempt, and if you employ employees or engage contractors, you will use your best efforts to prevent your employees and contractors from attempting to reverse compile, reverse engineer, modify, translate or disassemble the Software in whole or in part. Any failure to comply with the above or any other terms and conditions contained herein will result in the automatic termination of this license and the reversion of the rights granted hereunder back to TAIS.

4. Limited Warranty. THE SOFTWARE IS PROVIDED “AS IS” WITHOUT WARRANTY OF ANY KIND. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, TAIS AND ITS SUPPLIERS DISCLAIM ALL WARRANTIES WITH REGARD TO THE SOFTWARE, EITHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE WARRANTY OF NON-INFRINGEMENT OF THIRD PARTY RIGHTS, THE WARRANTY OF YEAR 2000 COMPLIANCE, AND THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. THE ENTIRE RISK AS TO THE QUALITY AND PERFORMANCE OF THE SOFTWARE IS WITH YOU. NEITHER TAIS NOR ITS SUPPLIERS WARRANT THAT THE FUNCTIONS CONTAINED IN THE SOFTWARE WILL MEET YOUR REQUIREMENTS OR THAT THE OPERATION OF THE SOFTWARE WILL BE UNINTERRUPTED OR ERROR-FREE. HOWEVER, TAIS WARRANTS THAT ANY MEDIA ON WHICH THE SOFTWARE IS FURNISHED IS FREE FROM DEFECTS IN MATERIAL AND WORKMANSHIP UNDER NORMAL USE FOR A PERIOD OF NINETY (90) DAYS FROM THE DATE OF DELIVERY TO YOU.

5. Limitation Of Liability. TAIS’ ENTIRE LIABILITY AND YOUR SOLE AND EXCLUSIVE REMEDY UNDER THIS LICENSE AGREEMENT SHALL BE AT TAIS’ OPTION REPLACEMENT OF THE MEDIA OR REFUND OF THE PRICE PAID. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL TAIS OR ITS SUPPLIERS BE LIABLE TO YOU FOR ANY CONSEQUENTIAL, SPECIAL, INCIDENTAL OR INDIRECT DAMAGES FOR PERSONAL INJURY, LOSS OF BUSINESS PROFITS, BUSINESS INTERRUPTION, LOSS OF BUSINESS INFORMATION/DATA, OR ANY OTHER PECUNIARY LOSS OF ANY KIND ARISING OUT OF THE USE OR INABILITY TO USE THE SOFTWARE, EVEN IF TAIS OR ITS SUPPLIER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. IN NO EVENT SHALL TAIS OR ITS SUPPLIERS BE LIABLE FOR ANY CLAIM BY A THIRD PARTY.

6. State/Jurisdiction Laws. SOME STATES/JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF IMPLIED WARRANTIES OR LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY MAY LAST, OR THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO SUCH LIMITATIONS OR EXCLUSIONS MAY NOT APPLY TO YOU. THIS LIMITED WARRANTY GIVES YOU SPECIFIC RIGHTS AND YOU MAY ALSO HAVE OTHER RIGHTS WHICH VARY FROM STATE/JURISDICTION TO STATE/JURISDICTION.

7. Export Laws. This License Agreement involves products and/or technical data that may be controlled under the United States Export Administration Regulations and may be subject to the approval of the United States Department of Commerce prior to export. Any export, directly or indirectly, in contravention of the United States Export Administration Regulations, or any other applicable law, regulation or order, is prohibited.

8. Governing Law. This License Agreement will be governed by the laws of the State of California, United States of America, excluding its conflict of law provisions.

9. United States Government Restricted Rights. The Software is provided with Restricted Rights. The Software and other materials provided hereunder constitute Commercial Computer Software and Software Documentation and Technical Data related to Commercial Items. Consistent with F.A.R. 12.211 and 12.212 they are licensed to the U.S. Government under, and the U.S. Government’s rights therein are restricted pursuant to, the vendor’s commercial license.

10. Severability. If any provision of this License Agreement shall be held to be invalid, illegal or unenforceable, the validity, legality and enforceability of the remaining provisions hereof shall not in any way be affected or impaired.

11. No Waiver. No waiver of any breach of any provision of this License Agreement shall constitute a waiver of any prior, concurrent or subsequent breach of the same or any other provisions hereof, and no waiver shall be effective unless made in writing and signed by an authorized representative of the waiving party.

12. Supplier Software. The Software may include certain software provided by TAIS suppliers. In such event, you agree that such supplier may be designated by TAIS as a third party beneficiary of TAIS with rights to enforce the Agreement with respect to supplier’s software.

YOU ACKNOWLEDGE THAT YOU HAVE READ THIS LICENSE AGREEMENT AND THAT YOU UNDERSTAND ITS PROVISIONS. YOU AGREE TO BE BOUND BY ITS TERMS AND CONDITIONS. YOU FURTHER AGREE THAT THIS LICENSE AGREEMENT CONTAINS THE COMPLETE AND EXCLUSIVE AGREEMENT BETWEEN YOU AND TAIS AND SUPERSEDES ANY PROPOSAL OR PRIOR AGREEMENT, ORAL OR WRITTEN, OR ANY OTHER COMMUNICATION RELATING TO THE SUBJECT MATTER OF THIS LICENSE AGREEMENT.

Toshiba America Information Systems, Inc.Telecommunication Systems Division9740 Irvine BoulevardIrvine, California 92618-1697 United States of America

DSD 020905

5932

T

Toshiba America Information Systems, Inc.Telecommunication Systems Division

End-User Limited Warranty

Toshiba America Information Systems, Inc., (“TAIS”) warrants that this telephone equipment manufactured by Toshiba (except for fuses, lamps, and other consumables) will, upon delivery by TAIS or an authorized TAIS dealer to a retail customer in new condition, be free from defects in material and workmanship for twenty-four (24) months after delivery, except as otherwise provided by TAIS in the TAIS warranty accompanying the products or posted on TAIS’s website. Products which are not manufactured by Toshiba but are purchased from Toshiba, will be subject to the warranty provisions provided by the equipment manufacturer, unless TAIS notifies the end-user of any additional warranty provisions in writing.

This warranty is void (a) if the equipment is used under other than normal use and maintenance conditions, (b) if the equipment is modified or altered, unless the modification or alteration is expressly authorized by TAIS, (c) if the equipment is subject to abuse, neglect, lightning, electrical fault, or accident, (d) if the equipment is repaired by someone other than TAIS or an authorized TAIS dealer, (e) if the equipment’s serial number is defaced or miss-ing, or (f) if the equipment is installed or used in combination or in assembly with products not supplied by TAIS and which are not compatible or are of inferior quality, design, or performance.

The sole obligation of TAIS or Toshiba Corporation under this warranty, or under any other legal obligation with respect to the equipment, is the repair or replacement of such defective or missing parts as are causing the malfunc-tion by TAIS or its authorized dealer with new or refurbished parts (at their option). If TAIS or one of its autho-rized dealers does not replace or repair such parts, the retail customer’s sole remedy will be a refund of the price charged by TAIS to its dealers for such parts as are proven to be defective, and which are returned to TAIS through one of its authorized dealers within the warranty period and no later than thirty (30) days after such malfunction, whichever first occurs.

Under no circumstances will the retail customer or any user or dealer or other person be entitled to any direct, special, indirect, consequential, or exemplary damages, for breach of contract, tort, or otherwise. Under no circum-stances will any such person be entitled to any sum greater than the purchase price paid for the item of equipment that is malfunctioning.

To obtain service under this warranty, the retail customer must bring the malfunction of the machine to the atten-tion of one of TAIS’ authorized dealers within the applicable warranty period and no later than thirty (30) days after such malfunction, whichever first occurs. Failure to bring the malfunction to the attention of an authorized TAIS dealer within the prescribed time results in the customer being not entitled to warranty service.

THERE ARE NO OTHER WARRANTIES FROM EITHER TOSHIBA AMERICA INFORMATION SYSTEMS, INC., OR TOSHIBA CORPORATION WHICH EXTEND BEYOND THE FACE OF THIS WARRANTY. ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND FITNESS FOR USE, ARE EXCLUDED.

No TAIS dealer and no person other than an officer of TAIS may extend or modify this warranty. No such modifi-cation or extension is effective unless it is in writing and signed by the Vice President and General Manager, Tele-communication Systems Division.

WARRANTIES FOR NON-TOSHIBA BRANDEDTHIRD PARTY PRODUCTS

A valuable element of Toshiba’s product strategy is to offer our customers a complete product portfolio. To provide this value to our customers at the most optimal prices, we offer both Toshiba-branded and third-party manufactured products that support our Toshiba Strata CIX product portfolio. Similar to other resellers of software, hardware and peripherals, these third-party manufactured products carry warranties independent of our Toshiba limited warranty provided with our Toshiba-branded products. Customers should note that third-party manufacturer warranties vary from product to product and are covered by the warranties provided through the original manufacturer and passed on intact to the purchaser by Toshiba. Customers should consult their product documentation for third-party warranty information specific to third-party products. More information may also be available in some cases from the manufacturer’s public website.

While Toshiba offers a wide selection of software, hardware and peripheral products, we do not specifically test or guarantee that the third-party products we offer work under every configuration with any or all of the various models of the Toshiba Strata CIX. Toshiba does not endorse, warrant nor assume any liability in connection with such third party products or services. If you have questions about compatibility, we recommend and encourage you to contact the third-party software, hardware and peripheral product manufacturer directly.

Strata Call Manager AG 03/10 TOSHIBA i

Contents

IntroductionOrganization.......................................................................................................................................... iiiConventions .......................................................................................................................................... iiiRelated Documents/Media.................................................................................................................... iv

Chapter 1 – OverviewRequirements.........................................................................................................................................2

PC Requirements ...............................................................................................................................2LAN Requirements .............................................................................................................................2Power-Up............................................................................................................................................2Support Plan (Maintenance) ...............................................................................................................3

Chapter 2 – InstallationInstalling Strata Call Manager ................................................................................................................5Setup User Profiles ................................................................................................................................7Voice over IP Audio................................................................................................................................9

Chapter 3 – Deploying Strata Call ManagerServer-based Automatic Upgrades......................................................................................................12How it Works ........................................................................................................................................12Setting Up Strata Call Manager for Automatic Upgrades.....................................................................13Advanced Information ..........................................................................................................................14

Chapter 4 – Server-based Dial PlanDial Plan Setup ....................................................................................................................................15

Calling Within My Home Area Code .................................................................................................17Calling Outside the Home Area Code...............................................................................................18Test a Phone Number.......................................................................................................................18

Chapter 5 – Server-based SCM COSVerification of Settings .........................................................................................................................29Managing files on the Server ...............................................................................................................30Duplicating Configuration Files to Other PCs.......................................................................................30

Dial Plan Configuration File ..............................................................................................................30Strata Call Manager Configuration Files...........................................................................................30Button Configurations .......................................................................................................................31Directory Files...................................................................................................................................31User Defined Actions ........................................................................................................................31Personal Call Handling Rules ...........................................................................................................32

Advanced Configuration.......................................................................................................................32Post Call Survey ...............................................................................................................................32

Contents

Chapter 6 – Open Architecture Interfaces

ii TOSHIBA Strata Call Manager AG 03/10

Using Extra Information in Personal Call Handler Rules......................................................................33Editing .INI Files ...................................................................................................................................34

Editing the AG_COS.INI File (COS) .................................................................................................34Editing the Agnt_Ph.INI File (Strata Call Manager Main)..................................................................35

Editing the NP_Rec.INI File (Recording)..............................................................................................39Editing the ONP_ACD.INI File (ACD) ..................................................................................................41Editing Chat_COS.INI File (Chat) ........................................................................................................41

Chapter 6 – Open Architecture InterfacesRegistry Entries....................................................................................................................................43Companion Applications Suite .............................................................................................................44

Configuration ....................................................................................................................................44Open Architecture Links.......................................................................................................................44

DDE Command Interface..................................................................................................................44Call Control Commands....................................................................................................................44Phone Control Commands ...............................................................................................................46ACD Commands...............................................................................................................................47Other Commands .............................................................................................................................48

Command File Interface.......................................................................................................................49OLE / COM Interface............................................................................................................................49

Call Control Commands....................................................................................................................49Phone Control Commands ...............................................................................................................51ACD Agent Commands ....................................................................................................................51Other Commands .............................................................................................................................52

Appendix A —Trouble Shooting 55

Installation Problems............................................................................................................................55TAPI Service Provider Problems..........................................................................................................55Configuration Problems........................................................................................................................57Third Party Out Dialing/Screen Pop Problems.....................................................................................58Miscellaneous Problems ......................................................................................................................59

Introduction

This user guide describes how to use the Toshiba Strata Call Manager (SCM) software with Strata CIX670, CIX200, CIX100, CIX100-S, and CIX40 telephone systems:

Organization • Chapter 1 – Overview provides an overview of the Strata Call Manager buttons and screens.

• Chapter 2 – Installation covers the customizable settings.

• Chapter 3 – Deploying Strata Call Manager includes setting up actions for personal call handling and programmable keys.

• Chapter 4 – Server-based Dial Plan shows how to use Strata CIX system features from SCM.

• Chapter 5 – Server-based SCM COS describes the user information when connecting to a Plantronics USB Wireless headset.

• Chapter 6 – Open Architecture Interfaces explains the interactions between Strata Call Manager and Outlook.

• Trouble Shooting explains the details of personal call handler feature of Strata Call Manager.

Conventions

Conventions Description

NoteElaborates specific items or references other information. Within some tables, general notes apply to the entire table and numbered notes apply to specific items.

Important! Calls attention to important instructions or information.

Extension Number

Press to answer a call to the Extension Number. Each station can have multiple extension buttons. Incoming calls ring the extension button(s) from the top down. For example, station 10's extensions ring 10-1 first, then 10-2, 10-3, and 10-4. A station is considered busy when all extensions are being used.Note The naming convention for DKT assignments within Toshiba is

Directory Numbers. For clarity and ease of understanding, the terms Extension Number and Phantom Extension Number will be used in this document in lieu of PDN and PhDN.

Arial Bold Represents telephone buttons.

Strata Call Manager AG 03/10 TOSHIBA iii

Related Documents/Media

Note: Some documents listed here may appear in different versions on the CD-ROM or in print. To find the most current version, check the version/date in the Publication Information on the back of the document’s title page.

Refer to the following for more information:

• Strata Call Manager User Guide

• Strata Call Manager On-line Help

+

Shows a multiple PC keyboard or telephone button entry. Entries without spaces between them show a simultaneous entry.Example: Delete+Enter.Entries with spaces between them show a sequential entry.Example: # + 5.

Tilde (~) Means “through.” Example: 350~640 Hz frequency range.

See Figure 10

Grey words within the printed text denote cross-references. In the electronic version of this document (Library CD-ROM or FYI Internet download), cross-references appear in blue hypertext.

Conventions Description

Strata Call Manager AG 03/10 TOSHIBA iv

Overview 1

This document is the System Administrator’s Guide for the Strata Call Manager (SCM). This book contains information for a system administrator to install and administer one or more installations of SCM. The ‘System Administrator’ is assumed to be a person familiar with the phone system, computers, and LANs. This document is NOT a ‘User Guide’ for the Strata Call Manager user. The on-line manual and help file in Strata Call Manager should be used in conjunction with the Administrator’s Guide to provide a complete operation of Strata Call Manager.

The Strata Call Manager is a PC Phone software program that is used on PCs. It is a “Client” program of the Toshiba Net Server. At each PC there is no physical connection between the phone and the PC, because Strata Call Manager uses a ‘virtual’ connection to control the phone (see Figure 2).

Figure 2 Installation

Two levels of software licensing is provided and controlled by the Net Server (using a software copy key) at the Server PC. No copy key or software licensing is required at the PC. Strata Call Manager can be installed on any

Strata CIX

Net Server

ServerPC

LAN

SCM SCM

Strata Call Manager AG 03/10 TOSHIBA 1

Strata CIX

Overview

number of PCs, and when each PC runs its copy of Strata Call Manager, the Net Server validates whether it has sufficient licenses to run that additional copy of Strata Call Manager. If not, that PC will be restricted to running Strata Call Manager in Demo mode (which will run most features but will time out after a while).

Strata Call Manager licenses have two levels, one that controls the features for working in conjunction with a desktop phone enhancing the way that phone works while all speech is provided by the desktop phone. The second level provides a complete speech path for Voice over the Internet (VoIP) to provide a complete phone without using a desktop phone. This second interface can also work using a desktop phone or standalone by virtue of changing the “profile” settings.

This document provides a quick reference for a System Administrator to get Strata Call Manager installed and running. Once it is installed and operational, the On-Line Help file for Strata Call Manager provides extensive detail on using various features.

RequirementsPC

Requirements

Strata Call Manageronly

The Strata Call Manager software can be loaded on a standard PC running Windows® XP Professional with Service Pack 3, Windows Server 2003 with Service Pack 2, Windows Server 2008 with Service Pack 2, Windows Vista with Service Pack 2, or Windows 7 software. SCM requires .NET framework 3.5 SP1 (bootstrapper included in installer). The specific requirements of this PC can vary; follow the recommended configuration for each operation.

Strata Call Managerwith Soft Phone Audio

The PC requirements for running the VoIP Soft Phone software requires at least Windows XP Professional or higher to operate. Follow Microsoft’s recommendations or higher for memory needs. The VoIP is not supported on the older Microsoft Operating Systems except for Strata Call Manager operation only without audio. Physical devices to be used for headsets or handsets require a USB port.

LANRequirements

The Strata Call Manager communicates with the Net Server using a Microsoft network over TCP/IP, thus this type of network must be installed and running. If your site already runs a different network protocol, such as Novell IPS, you’ll need to run a dual stack configuration.

Power-Up The PC running the Strata Call Manager software should typically be configured to automatically initiate the program whenever the PC is restarted or reset.

2 TOSHIBA Strata Call Manager AG 03/10

Strata CIX

Overview

Support Plan(Maintenance)

Strata Call Manager requires a license that is controlled in the Net Server to operate normally or it will run in a demo mode for a limited time period. This license contains the start date and support date. Toshiba offers free upgrades and technical assistance for all sites that maintain their system by extending their support date. The software will continue to run after the support date expires, but upgrades to add the latest features cannot work until the license is brought back into the support plan.

When you launch Strata Call Manager you will see the Toshiba Splash Screen. By default the splash screen will not show support plan information. If you have ShowMaintOnSplash enabled in your COS file, the splash screen will display your Support Contract information. This is recommended as a reminder to the administrator of the date your plan expires. If your maintenance expires, you should contact Toshiba TSD Customer Service. The splash screen will look similar to the one below:


This page is intentionally left blank.

Installation 2

Two different Setup files are offered for installing Strata Call Manager. The one titled Toshiba_Strata Call Manager_xxx_Setup.exe provides a complete installation for any individual PC. The second is titled Toshiba_Strata Call Manager_Server_xxx.exe and offers both an ability to install on an individual PC or install on the Net Server PC for automatic updates.

Installing the software on a number of different PCs can be made easier by either installing the Server-based version on the Net Server and opening a ‘file share’ to get a copy on each PC to create the initial installation. Even if not using the automatic upgrade capability, posting the individual setup file on a common PC to be accessed for installing on client PCs can save much time.

The following procedures are for using the individual Strata Call Manager Setup file. When using the Server Setup file, one additional step is needed to choose to install using the Client Installation instead of using the Server Upgrade Installation.

Installing Strata Call Manager

• First, make sure that Net Server is installed and is operating on a Server PC on the network. Note the following information:

• “Network Name” of this server PC. This “Network Name” would be: 1) The NET BIOS name if the target PC is on the same LAN segment; 2) Or the complete domain name if reaching across a router or over a WAN.


Strata CIX

Installation

• Run the Toshiba_Strata Call Manager_xxx_Setup.exe program to install Strata Call Manager on the target PC. This opens the Installation Wizard (shown below), which will direct you through the following steps.

Figure 3 Strata Call Manager Installation Wizard

1. The initial screen will advise you to shut down all Windows programs to ensure that all modules can be installed. Click Next.

2. Read the License Agreement and click the I Agree button if you agree with the licensing provision and want to continue with the installation process.

3. It is recommended that the default destination directory be used as the installation directory. If desired, you can browse to a different location for installing the software. Click Next.

4. The installation process offers a wizard for the integration settings for a number of popular applications to be used with Strata Call Manager. Make a selection from the list. If your application is not listed select “None” and contact Technical Support for an application note, if one exists, that note will provide instructions for making your application work. Click Next.

5. Select the options to be included with Strata Call Manager. These options will appear on the companion application tabs. A check in Tracer Features enables Step 6 for setting the Record Button options. Click Next.

6. If the Option Button Tracer Features were selected, then the Select Record Options offers the ability to Show Record Button, to manually Stop and Start the Tracer recording, and the ability to enter Bookmarks on the active call. Click Next.


Strata CIX

Installation

7. This step pauses to ensure you have made that all the parameters settings needed prior to proceeding with the actual installation and making final settings. Click Next.

8. If this is a first time installation of SCM, you will be asked to set up a user profile & server settings.

9. Finally, once all files and settings are completed, this screen will inform you of the completion. It is recommended that Strata Call Manager be added to the Startup Group. Click Finish. Typically, you will be asked to restart your PC for all the settings to take place.

Setup User Profiles When Strata Call Manager is started, the first item that will need to be defined is at least one User Profile.

To define a User Profile

1. Go to the Main Menu > File > Change Login. The Strata Call Manager Login Profile dialog box displays.

2. Select from existing profiles and click Use to set this profile into an active state.

or click Add New to create a new profile or Modify to change the selected profile.

The definitions and offerings of both the Edit Profile and Add Profile dialog provide the same set of choices as shown in the Edit Profile screens shown below:

Note: If using SCM with Strata Unifier you must enter the Node ID + Extension Number and without Unifier just extension number.


Strata CIX

Installation

• Description – Enter a name (or modify the name) to call the profile.

• Profile Type – Use the pull down list and choose a type.

• Single PBX Extension – Defines a single PBX DN that will be monitored for calls.

• Primary and Secondary PBX Extension – Defines a primary and a secondary PBX DN that will be monitored for calls. This allows having a primary extension number, usually a VoIP station, plus still be able to get calls from your desktop phone.

• PBX Ext – Click the Modify button to open the Net Client Logon Settings dialog.

• Client Information – Enter the User name, Password (optional), and extension number for the primary extension.

• Server Information – Enter the Net Server PC’s network name or IP address.

Note: If using SCM with Unifier you must enter the Node ID + Extension Number, and w/o Unifier just extension number.


Strata CIX

Installation

• Secondary PBX Ext – Click the Modify button to open the User Info dialog.

• User Info – Enter the User Name, Password (optional), and Extension Number for the secondary DN to monitor. Click Save when done.

• PBX Phone Audio – Use the pull down menu and choose whether the primary connection is using the PBX Phone or VoIP Audio for the speech path.

• Voice Server IP Address – When VoIP is selected, enter an IP address for the voice server providing the PBX extension.

Voice over IP Audio When Voice over IP is used for the Audio connection, some additional choices are necessary for determining how the audio path will be connected to the PC. When VoIP is the primary DN, an additional button appears on the main screen of Strata Call Manager. This button defaults showing Headset and when pressed shows SPKR. Right click on this button and the Audio Setup dialog will appear. This screen defines how the audio is handled and the device type used for primary (#1) connection (Headset button position) and for the secondary (#2) connection (SPKR button position). Each of these positions has speaker and microphone volume adjustments.

• Talking (Phone) Audio – Choose the Sound Board/Device to be used and the Audio Device Type from the pull down menus for both #1 and #2 devices.

• Ringer Settings – Choose the Sound Device to be used for the ringing indications. Choose the WAV file for the ringing sound.

• Voice Server – This provides access to the Modify Profile screen to make changes if needed and also provides the status of the connection with the Strata CIX system.


Deploying Strata Call Manager 3

When installing a system involving a number of SCM users, using server-based configurations and/or copying of configuration files onto other PCs can improve the on-going administration. This section describes three server-based configuration items plus instructions for duplicating configuration data from one Strata Call Manager onto other SCM users. Typically, a combination of these items is used for deploying multiple SCM users in your organization.

• Server-based Automatic Updates – Upgrades to Strata Call Manager can be published on the server. Each time a Strata Call Manager client attempts to make a connection to the server, its version is checked, when an update is available, this update may be offered or forced to the user causing the client PC to be updated.

• Server-based Dial Plan – A Dial Plan for making calls and how to treat Caller ID information is required for many Strata Call Manager features. This can be a complex issue for many users, thus having a server-based common definition administered and tested by one person makes the settings for all other people. This makes it much easier for each user.

• Server-based Strata Call Manager COS – The Server controlled COS requires the Strata Call Manager configuration files to be stored on and used from the central server. This allows the system administrator to setup a configuration, save it to the server, and then have a group of SCM users use that configuration from the server. Thus by making a single configuration change, the system administrator can cause that change take affect on all users (in the group).

• Copying Configuration Files to Other PCs – As an alternative to creating a centralized COS or Dial Plan, it may be useful to create a configuration on one PC and copy these configuration files from this PC to others being setup. This operation saves time and may be practical for smaller installations.


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Deploying Strata Call Manager

Server-based Automatic Upgrades

Strata Call Manager supports an automatic upgrade feature to ease the burden of installing new releases on dozens of workstations, and setup files are released for each new version of Strata Call Manager:

Toshiba_Strata Call Manager_xxx_Setup.exe = Complete Setup file for Strata Call Manager clients.

Toshiba_Strata Call Manager_Server_xxx.exe = Configures Net Server for automatic Strata Call Manager updates.

Where xxx is the specific version of the file.

All files are available on the Toshiba FYI site.

How it Works Strata Call Manager connects to Net Server at startup. During the login phase, Net Server checks the version of Strata Call Manager and compares it to the upgrade information in an “.INI” file. If the client is current, Net Server allows the connection. If the client is out of date, Net Server compares the client version to a list of versions and sends a copy of Toshiba_Strata Call Manager_xxx_Setup.exe to the client.

The client receives the appropriate upgrade file via the Toshiba Transfer Protocol. This protocol operates on the normal Toshiba TCP port (8767). Clients connecting to Net Server through a firewall will receive upgrades normally through the standard 8767 port, i.e., if Strata Call Manager can connect to Net Server, it is eligible to receive Automatic Upgrades.

Strata Call Manager displays either an “Upgrade in progress” dialog box (Forced Upgrade), or notifies the user that an upgrade is available and offers the option to upgrade now (Optional Upgrade). If the user chooses to upgrade, Setup displays a warning if it detects other TOSHIBA applications (Chat, DSS) active on the PC and asks the user to exit those applications. If the user does not exit before continuing, Setup may attempt to restart the PC after completing the upgrade. Setup does this to ensure all TOSHIBA applications are using the current files.


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Setting Up Strata Call Manager for Automatic Upgrades

The System Administrator must install the upgrade files on the Net Server. Launch Toshiba_Strata Call Manager_Server_xxx.exe on the Net Server PC.

1. Choose the Installation Type. Select Server Upgrade Installation, then click Next.

• Client Installation runs the normal Strata Call Manager Setup to install a copy for use on the local PC.

• Server Upgrade Installation installs the appropriate files on the server PC.

2. The Upgrade from Net Phone screen displays. Click Yes to upgrade Net Phone installations to SCM.


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Select whether to Force the Update on Each User or Give User Option to Upgrade. For most LAN installations, forcing the users to upgrade is the best choice. If you support users who connect via IP devices over relatively slow WAN links, you should give your users the option to decline the upgrade. Users on slow links can choose to upgrade during periods of low activity, or after hours.

Advanced Information

Setup creates a folder called “Strata Call Manager\Install” in the Net Server folder. Setup places copies of StrataCallManager_Toshiba.exe, and InstallVersion.ini in the Install folder.

The InstallVersion.ini file is part of each release of Strata Call Manager_xxx_Server.exe. Do not modify the contents of InstallVersion.ini unless specifically directed by Technical Support Engineer. The contents of a sample file is defined in the table below:

[Version] Settings Definitions

NewVersion="V4.0.202"New Version = Text string indicating the now current version

of Strata Call Manager.

Date="01/03/2002"Date = Text string indicating the ship date of the now

current Strata Call Manager.

FullFile="Strata Call Manager_Toshiba.EXE"

FullFile = Text string containing the filename of the full

Strata Call Manager Setup file.

PatchFile="NP_Update.exe"PatchFile = Text string containing the filename of the

incremental patch file.

ForcedUpdate=NForcedUpdate = Y or N — indicates whether user has the

option to decline the upgrade.

FromVersion="V4.0.32;

V4.0.33; V4.0.34; V4.0.35;

V4.0.36; V4.0.37; V4.0.38;

V4.0.39; V4.0.200; V4.0.201"

FromVersion = Text string containing a list of versions from

which a PatchFile upgrade is valid. If the current client

version appears in the FromVersion list, Net Server sends

the PatchFile to the client. If the current version does not

appear in the list, Net Server sends the FullFile to the

client.


Server-based Dial Plan 4

Each Strata Call Manager can be configured to follow a local Dial Plan or a Server-based Dial Plan. This is controlled in Strata Call Manager’s Preferences dialog box under the Dialing Tab. How a person accesses outside lines and the numbers to be dialed can be fairly complex and is best administered using a central set of rules and a person familiar with the Strata CIX and local dialing rules. Thus we recommend that a central Dial Plan be established, which will update all users whenever changes are made in the system or outside dialing patterns.

Dial Plan Setup Each area of the US uses a different set of rules for determining which calls are local or long distance calls. The opening pages of your phone book are a good source for how to dial different numbers in your area. Your System Administrator will also need to define access codes for reaching outside lines. These pages generally define how to dial different areas and provide a listing of prefix codes for the local calling areas. Three typical examples are:

1. Phoenix, AZ – all calls within the “602”, “480”, and “623” area codes are considered to be local calls, while all calls outside those area codes are considered long distance.

2. Santa Fe, NM – calls to some office codes within the “505” area code are considered to be local calls, while other calls to the “505” area code are considered long distance.

3. Atlanta, GA – all calls to area codes “770” are considered to be local calls while some calls to the “404” and “678” area codes are also considered to be local calls.

Therefore, you should create a dialing plan to correctly handle the dialing of numbers.


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Server-based Dial Plan

To Setup a Dial Plan on the Server

1. Go into the Net Server, under Processes, Show the Dial Plan Service (right-click and choose Show Service).

2. In the Dial Plan Service dialog box, click the Setup Dial Plan button to show the following screens:


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Calling Within MyHome Area Code

• Home Area Code – Set this to the Area code where the phone is located. This will be used by Strata Call Manager to determine which dialed calls are within your home area code and when searching a contact manager (reverse screen-pop) the dialed number will need the area code included, i.e. Microsoft Outlook.

• Local Calls? – Select either All Calls in my Area Code or only Calls to these Office Codes.

• Local Office Codes – When you choose Call to these Office Codes, the pull down listing shows the exchange codes (prefix codes) that are considered to be a local call from your location. To add, delete or change any codes, click the C button to display the “Change Dial Rules” screen.

• To Add Local Prefix Codes – Enter the prefix code and click Add. The wild card character ‘#’ can be entered at the end of a prefix code entry to represent a range of codes. For example, 75# would represent all codes 750 to 759 and 7## would represent codes 700 to 799.

• To Delete Local Prefix Codes – Highlight a prefix entry and click Delete button. The delete button removes the entire entry from the list, thus if the entry has a wild card, then it removes all codes represented by the wild card.

• To Delete a Specific Prefix Code – To delete on prefix code that is part of a range of codes entered using a wild card character, enter the prefix code to be considered not local in the Long Distance box and click Add. For example, if prefix code 755 is long distance but all other 75# codes are local, first enter 75# into the local list and the add 755 as Long Distance – the resultant local list will be 750, 751, 752, 753, 754, 756, 757, 758 and 759.

• Dial Area Code on Local Calls – Enable this feature in areas, such as Atlanta, where you must always dial the full 10-digit phone number (include the area code) even when the call is local. Most areas of the US, local calls do not include the area code and dial only 7 digit numbers for local calls. Any number dialed from another program or hot key dialing will be down to its base 7 digits by removing the Home Area Code before it is dialed.

• Add+1 – Check the box if you need to dial a leading 1 before the number for calls within your Home Area Code.

• Dial Area Code Plus the Number – Check the box when the home area code is also to be dialed.


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Calling Outside theHome Area Code

• Local calls? – Select either None or Only Calls to These Area+Office Codes.

• Local Area+Office Codes – This entry is only presented when you chose Only Call to These Area+Office Codes in the previous step. The pull down listing shows the codes (area code plus prefix codes) that are considered to be a local call from your location. Click the C button to add, delete, or change codes by displaying the “Change Dial Rules” screen.

• To Add Local Area+Prefix Codes – Enter the six digit area+prefix code and click Add. The wild card character ‘#’ can be entered at the end of a prefix code entry to represent a range of codes. For example, 602### would represent all prefix codes in area code 602.

• To Delete Local Area+Prefix Codes – Highlight a prefix entry and click Delete button. The delete button removes the entire entry from the list, thus if the entry has a wild card, then it removes all codes represented by the wild card.

• To Delete a Specific Area+Prefix Code – To delete one prefix code that is part of a range of codes entered using a wild card character, enter the prefix code to be considered not local in the Long Distance box and click Add.

• For Long Distance Calls add +1 – Check the box when you need to have a leading one (“1”) added when making long distance calls outside your home area code.

• Click Save when done.

Test a PhoneNumber

Test a Phone Number – Dialing plans can become complex. Use these boxes to enter different telephone numbers and check to see the number that will be dialed. The dialed number should be identical to what you need to dial when using your phone to manually dial.


Server-based SCM COS 5

The creation of a Server-based Class of Service for Strata Call Manager begins in Net Server using the Net Server Administrator program, followed by creating your configuration on the Admin Strata Call Manager, then publishing the configuration files to the Net Server PC. The steps are as follows:

“Step 1: Create User Groups (Net Server)” on page 20.

“Step 2: Assign Users to Strata Call Manager Application (Net Server)” on page 22.

“Step 3: Assigning Users to User Groups (Net Server)” on page 24.

“Step 4: Create Configuration Files using Admin Strata Call Manager” on page 27.

“Step 5: Publishing the Configuration Files” on page 29.

The following steps show an example creating two user groups, users and administrators, and assigning a class of service to each. Multiple groups can be assigned, each with its own configuration created by the Administrator common to that group.


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Server-based SCM COS

Step 1: Create User Groups (Net Server)

1. Open Net Server Administrator by selecting Setup > Administration from within Net Server.

2. Log in with username admin and password admin.

3. Select the User Groups tab.

4. Click the Add New Record button (see circled button in following diagram).

5. Type in a name to represent the Administrator (SalesGroupAdmin in this example) and click Okay.


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6. Click the Add New Record button again, and this time, type in a name to represent the Users’ group (SalesGroupUsers in this example).

7. Click Okay.

8. Repeat the above steps to create any other Strata Call Manager user groups as needed. The Net Server User Groups should now look like this:


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Step 2: Assign Users to Strata Call Manager Application (Net Server)

By assigning User Groups to the Strata Call Manager application, you can assign a common “Class of Service” and “Configurations” for all users in a group. Individuals that are not part of a group can also be assigned as a Strata Call Manager application user.

Note: If you have existing Net Phone User groups, you must setup similar groups under “Strata Call Manager” application; otherwise, Strata Call Manager will not see the server based setting that was previously set for Net Phone.

1. Select the Applications tab. Highlight the Strata Call Manager entry.

• Named User Groups – You can create named groups (like “NetPhoneAdmin”, “NetPhoneUsers”, etc.) for assignment of a common “Class of Service” and “Configurations” for everyone in the group.

• Individuals – Setup individuals as an Application User ONLY to exclude them from the <Default> group.

• <Default> group – Setup this group as a ‘catch-ALL’ group. That is, anyone not specifically listed in a named group is assumed to belong to this <Default> group.


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2. Add User Groups to Strata Call Manager – Click Add New Record. The following window displays:

• Select the newly created SalesGroupAdmin Group from the Client/(Group): drop-down box.

• Select World for both Read Level and Modify Level from their respective drop-down boxes.

• Place a checkmark in the Server Admin Privilege checkbox. The window should now look like this:

• Click Done.

3. Repeat by highlighting the Strata Call Manager entry and click the Add New Record button again.

• Select the SalesGroupUsers Group created previously from the Client/(Group) drop-down box.

• Select Denied for both the Read Level and Modify Level from their respective drop-down boxes.

• Uncheck the Server Admin Privilege checkbox.


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• Place a checkmark in the Use Server-based Configurations checkbox. The window should now look like this:

• Click Done.

4. Repeat the preceding steps to add any remaining Strata Call Manager user groups.

Step 3: Assigning Users to User Groups (Net Server)

1. Select the Users tab. The following screen appears:


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To Assign Users as SalesGroupAdmin Member

1. Scroll down the list of User Names.

2. Double-click on the User Name (Jason - 10128 in this example.) to be a SalesGroupAdmin member.

3. Create a new user if not found.

4. Place a checkmark in both the Admin and Users groups as is shown in the following screen:

5. Click Done.

6. Repeat for other Strata Call Manager users to be assigned as Administrators.

Assign Users as SalesGroupUsers Member

1. Scroll down the list of User Names

2. Double-click on the User Name (Kevin - 10123 in this example.) to be a SalesGroupUsers member.


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3. Place a checkmark in the User group only as is shown in the following screen:

4. Click Done.

5. Repeat for other users to be assigned as SalesGroupUsers members.


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Step 4: Create Configuration Files using Admin Strata Call Manager

Restart the Administrator’s Strata Call Manager, if Strata Call Manager is running, shut it down and restart. Set up the buttons, Call Handler rules, skins, etc. as you would like the users’ SCM application to be configured. Use the Strata Call Manager User’s Guide as needed for how to configure Strata Call Manager. Additional advanced configuration information can be found later in this document.

To Change the COS Configuration

1. Once the configuration is done, Click on the Tools tab > Publish. The following window appears:

2. Select the Server Group: SalesGroupUsers (the group created earlier for users).

3. Left-click on the file name “AG_COS.INI” to highlight it.


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4. Right-click on the highlighted file and choose Edit. The window shown right appears:

5. Change each value from ‘=Y’ to ‘=N’ that should be set and controlled from the Server. Any items left using the ‘=Y’ setting will allow the user to change and keep those settings on that local PC. The file from the server will not be downloaded. (See “Editing the AG_COS.INI File (COS)” on page 34).

6. Click File > Save to save the changes. Close the “AG_COS.INI” file.


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Step 5: Publishing the Configuration Files

When a Strata Call Manager is assigned with “Admin” privileges (either the Server Admin Privilege or the Group Admin Privilege #1), then a Publish item will be provided on the File menu.

When the Publish menu is selected a screen similar to the screen shown right. If you only have the Group Admin Privilege (and not the Server Admin Privilege) then the Group name field will show your group name and you will not be allowed to change it. However if you have the Server Admin Privilege you can publish to any group by entering the group name. By blanking out the group name you will be publishing to the <Default> group area.

• Select NetPhoneUsers from the Server Group drop-down box. From the file list, highlight the files you would like to apply to the users’ Strata Call Manager. It is recommended that all files be selected.

• To publish files to the selected Server Group, click the Publish to Server button.

Note: Always publish the Class of Service Settings file (AG_COS.INI) after editing it to the user-desired settings.

Verification of Settings

The Strata Call Manager at each desk must be restarted for the configuration changes to take effect. If you have included the button files in this configuration, verify that the user does not have the ability to change the buttons’ features. If you have included Call Handler rules in the configuration, verify that the user’s Call Handler has the appropriate rules set up. If anything else was included in the configuration, check those settings as well.


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Managing files on the Server

Sometimes it may be useful to view and manage the configuration files on the Server. When the radio button on the top of the Manage Server Configuration Files screen is changed to Server Files, a list of the files posted on the server for that group is displayed. Any file can be retrieved from the server by highlighting that file, then right clicking and choosing to Copy File from Server. A warning dialog box will appear asking if you want to replace the corresponding file on your PC. If you answer yes, then you can now edit or test that configuration. After making changes, use Publish to move the updated file back to the Server.

Note: Always use extreme caution when editing files to only make changes that are appropriate. Any changes in the configuration files will take affect on each Strata Call Manager in the group the next time the Strata Call Manager is either “Reset” or restarted.

Duplicating Configuration Files to Other PCs

Another method for rolling out Strata Call Manager on multiple PCs is to define the configuration on one Strata Call Manager and copy the appropriate configuration files onto other PCs. This method allows users to control their own configurations, while they start from a common configuration. This may be preferable for some installations, especially sites having only a few SCM users.

All files controlling the configuration can be found in your user’s Local Settings, typically “C:\Documents and Settings\<user name>\Application Data\Toshiba\Strata Call Manager” for Windows XP and under. The directory for Windows Vista and above is “C:\Users\<USERNAME>\AppData\Roaming\Toshiba\Strata Call Manager”

Dial PlanConfiguration File

The Dial Plan is a key file that can take time to create and test to ensure it works. If not using a server-based Dial Plan, copying this file onto other PCs can save a lot of time in getting multiple SCM users working.

Strata Call ManagerConfiguration Files

The following .INI files control the major configuration parameters for Strata Call Manager. Use caution when copying these files since using Strata Call Manager continuously stores information in these files. It is recommended to copy these files when initially deploying Strata Call Manager, but since personal preferences are also stored in these files, overwriting these files after users have started using their Strata Call Manager could erase these settings.

Config File Description

DIALRULE.INI Local Dial Plan Rules. Can also be copied to Server for Server-based Dial Plan.

Config File Description

AGNT_PH.INI Main Configuration File

ONP_ACD.INI ACD Feature Settings

NP_REC.INI Record-a-Call Settings


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ButtonConfigurations

The buttons can be defined on one PC and copied to other PCs to create an identical set of functions. The following files define the configurations of the buttons on the phone.

Directory Files The directory files are frequently compiled automatically, but sometimes they may be manually created or manually edited and the same copy needed on multiple Strata Call Manager applications.

User DefinedActions

Strata Call Manager uses the compiled list of User Defined Actions. Actions can be created, tested and exported to create *.AC files. Renaming these files accordingly (exported files have a numeric value for a name) and changing the suffix when needed can provide the best way to copy selected actions to other PCs.

Key Configs Description

NP_KEYS1.INI Defines Shortcut Keys, Keys on Main NP screen (except ACD wide keys), and current Skin selection.

NP_KEYS2.INI Configuration of the ACD wide keys on Main NP screen.

NP_KEYS3.INI Configuration of keys on right-slide out button grouping.

ccm_capp_cat.INI Configuration of tabs for optional application features.

NP_XKYS1~8.DAT 1st ~ 8th Bank of Extra Keys

Directory Files Description

MainDir.txt Strata Call Manager looks for MainDir.txt in the application folder. If found, Strata Call Manager automatically creates: FeatDir.txt and/or the ExtDir.txt file.

ExtDir.txt The default Extension Directory

FeatDir.txt The default Feature Code directory listing.

MyDir.txt The default Personal Speed Dial listing.

Action Files Description

AGT_PHN.ACS Compiled User Defined Actions

*.AC Exported Action file.

*.ACI Imported by Strata Call Manager upon startup only when an action of the same name does not exist in the compiled set of actions (AGT_PHN.ACS). Thus, when this file exists and the user made changes to this action, the user can revert back to the original operation by deleting the current action in Strata Call Manager, then stopping and restarting Strata Call Manager. This file is renamed to *.AC once imported.

*.AC1 When the last character of the file name extension is a ‘1’ (number), the file is always imported, overwriting an exist-ing action. The file is deleted once imported.


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Personal CallHandling Rules

Strata Call Manager uses the compiled list of Personal Call Handling Rules. PCH Rules can be created, tested and exported to create *.RU files. Renaming these files accordingly (exported files have a numeric value for a name) and changing the suffix when needed can provide the best way to copy selected rules to other PCs.

Advanced Configuration

Some items of the configuration can be changed but are not always present in the Administration interface available to the user. This includes an ability to create a Post Call Survey type of operation, using Extra Call Info items as part of the conditions for creating Personal Call Handling rules and some hidden parameters that should not be readily changed except as part of the initial setup.

Post Call Survey For Strata Call Manager to conduct a post call survey, a call variable labeled either PC_DEST or ~PC_DEST, needs to be created that contains an extension number where the call will be transferred when and only if the Strata Call Manager hang up button is pressed. Automatically the call will be transferred to the destination defined. This Extra Info field can be created and a value entered using Call Router, Voice Assistant and any Strata Call Manager.

*.ACO When the last character of the file name is ‘O’ (letter), the file is always imported upon startup, overwriting an exist-ing action. The file is not deleted.

*.AC0 When the last character of the file name is ‘0’ (number), the file is only imported upon startup if the compiled action file is missing (AGT_PHN.ACS).

Action Files Description

Directory Files Description

NET_PHN.RUL Compiled Personal Call Handler Rules

*.RU Exported Personal Call Handling Rule

*.RUI Imported by Strata Call Manager upon startup only when a rule of the same name does not exist in the compiled set of rules (NET_PHN.RUL). Thus, when this file exists and the user made changes to this rule, the user can revert back to the original operation by deleting the current rule in Strata Call Manager, then stopping and restarting Strata Call Manager. This file is renamed to *.RU once imported.

*.RU1 When the last character of the file name extension is a ‘1’ (number), the file is always imported, overwriting an exist-ing rule. The file is deleted once imported.

*.RUO When the last character of the file name is ‘O’ (letter), the file is always imported upon startup, overwriting an exist-ing rule. The file is not deleted.

*.RU0 When the last character of the file name is ‘0’ (number), the file is only imported upon startup if the compiled rule file is missing (NET_PHN.RUL).


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Example A user would like to have selected calls automatically move to another location when the call is finished. This could be for a Post Call Survey or it could be for an assistant to collect more detailed information. In this example, the agent uses an assistant to collect more details from the call and wants to send the call to extension 1027.

• Create a User-defined Action of the type Modify Call Information and name it Post Call Followup, choose the Extra Info option and enter a Field Name: PC_DEST and a Value: 1027.

• Create a Programmable Button by right-clicking on a blank button, choose the colors and enter a Label, in this case I will use FollowUp. Choose an Action: User Defined Actions and then select your action Post Call Followup.

• The user now can handle a call and if post call followup is needed, press the FollowUp button and when he ends the call by pressing F12 or clicking key, the call will automatically transfer to extension 1027, his assistant.

Using Extra Information in Personal Call Handler Rules

The Personal Call Handler supports the use of Extra Information when the triggering event is either Call Ringing or Call Answered. The only choice offered in the pull down list is CallerID Name. Additional fields can be inserted by typing the name in the entry box. Following is a list of field names that can be entered into the Personal Call Handler Extra Info field.

~ When a tilde is the lead character in an Extra Info field name, that field cannot be edited and will not display in the Extra Info screen.

Example The Strata Call Manager user may want a special alerting tone whenever a call rings when the caller has selected or indicated to the system the call should be directed to specific agent. In this case, we want to play the Whistle WAV file for this alert function. Thus, we would create a new Personal Call Handling Rule:

• Triggering Event: Call Ringing

Extra Info Field Name Description

Account Account code attached to the call

ACDAGT ACD agent’s name

ACDAGTN ACD agent’s code (number)

ACDGRP ACD group’s name

ACDGRPN ACD group’s number

CalledID Name of called number (DID/DNIS Name)

CalledIDNum Number called (DID/DNIS number)

CallerID CallerID/ANI name

CallerIDNum CallerID/ANI number

CALLPRIORITY Priority of call within ACD

LastRedir Last redirected extension number

PC_DEST or ~PC_DEST Post call survey destination

PREFAGENT ACD preferred agent’s code (number)

~RECFNAME Tracer/ACR recording file name for this call


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• Call Type: Any

• Phone State: Any

• CallerID Number: none Required

• Extra Info: PREFAGENT, Is Present

• Account Code: none Required

• Action (Immediately): Blow Whistle (Action defined to Play WAV file previously created)

• Action (After ‘x’ seconds): none

Editing .INI Files Editing the .INI files can change a number of advanced configuration settings. These files contain configuration information, some of which is dynamically written by the application, some are set using the Admin tools on the Main Menu, and others are in the background and require manual editing to cause a different behavior. It is recommended that only those lines shown in the following sections be changed without consultation of TOSHIBA Technical Support.

Editing the INI files can change some advanced configuration settings.

• First, you MUST exit the Strata Call Manager program before making the changes. Changes made while Strata Call Manager is running will revert back to their original settings upon exiting Strata Call Manager.

• Use Notepad or other text editor to make the appropriate changes based upon the following descriptions.

• Upon restarting Strata Call Manager, the new settings will take effect.

Editing theAG_COS.INI File

(COS)

The most important file on server-based configurations is the Strata Call Manager Class of Service file (AG_COS.INI file). This file not only determines what a Strata Call Manager user can or cannot change on his/her phone but also which configuration files should be used from the server.

Note: This file MUST be setup for each group for server-based configuration to operate for that group. Repeat the above procedure for each group.

For each setting =N in this file, the user is not allowed to change that part of the configuration on his/her phone. Also the appropriate configuration file must exist on the server and will be used by the Strata Call Manager.

Item Config File Description

Chg_Actions=Y AGT_PHN.ACS User-defined Actions

Chg_Rules=Y NET_PHN.RUL Personal Call Handler Rules

Chg_StdKeys=Y NP_KEYS1.INI 1st Bank of Programmable Keys

Chg_PgmKeys=Y NP_KEYS2.INI 2nd Bank of Programmable Keys

Chg_BotKeys=Y NP_KEYS3.INI 3rd Bank of Programmable Keys

Chg_MainSet=Y AGNT_PH.INI Main Configuration

Chg_OutLookSet=Y None Outlook Link Settings*

Chg_InfoSet=Y CALLINFO.INI Extra Info Feature Configuration

Chg_Recording=Y NP_REC.INI Record-a-Call Settings

Chg_ACD=Y ONP_ACD.INI ACD Feature Settings


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* Settings, once made, can be locked into place by changing this setting to “N”.

It is highly recommended that all configuration changes be made on the Administrator’s Strata Call Manager and then published to the server. Most of the configuration items can be set up following the Strata Call Manager Settings section of the “Strata Call Manager User’s Guide”.

Editing theAgnt_Ph.INI File

(Strata Call ManagerMain)

This configuration file contains many topics, some are controlled using the Preferences Menu settings, some are dynamic and written by Strata Call Manager during its use and others are static and can only be changed by manually editing this file. This section describes those items that need to be manually edited. DO NOT change other items unless instructed by TOSHIBA Technical Support.

Setting the Format ofPhone Numbers

Applications some times need a specific format for recognizing phone numbers. Changing the “HypenFormat1” (%H) and “HyphenFormat2” (%J) parameters will define how the dialed number or CallerID/ANI number will be treated when each of these Call Variables. The phone number received (%P) using ANI or Caller ID is typically 10 digits without any formatting.

[General]

HypenFormat1=xxx-xxx-xxxx

HypenFormat2=(xxx)xxx-xxxx

Speed Dial Name When you dial using a Speed Dial key the label of the key will automatically are attached as the 'name' on that call. To disable this feature set this flag to =N for No.

[General]

SD_UseName=Y

ShowMaintOnSplash=N None Show maintenance expiration date on splash screen

Chg_AppKeys=Y ccm_capp_cat.INI Optional Application Link Buttons

Chg_Docking=Y CCM_WDock.INI Screen Docking Configuration

Chg_XtraKeys1=Y NP_XKYS1.DAT 1st Bank of Extra Keys

Chg_XtraKeys2=Y NP_XKYS2.DAT 2nd Bank of Extra Keys

Chg_XtraKeys3=Y NP_XKYS3.DAT 3rd Bank of Extra Keys

Chg_XtraKeys4=Y NP_XKYS4.DAT 4th Bank of Extra Keys





Item Config File Description


Strata CIX


Calls to Act Upon When you use a Programmable Key with a “User-Defined Action” or a System/PBX Command that action may attempt to affect a call (i.e. Transfer, Divert, etc.). If more than one call is present on the phone, which call should be affected? This CallsToAct value determines which calls and in which order: "T"=Talking, “H”=Holding, “R”=Ringing, and “C”=Clearing. If for example, you wanted to act on Ringing then holding calls you would set the value to “RH”. To disable actions for affecting calls, set the value to =N for None.

[General]

CallsToAct=THR

Message Lamp On some installations the Red Message lamp (next to the MSG key), may not be desirable as message information is also displayed on the LCD Display. To disable the message lamp, set this flag to =N for No.

[General]

MsgLamp2=Y

Call Logging Call logging is the process of capturing and writing out call information to a “logging file” at the completion of each call. Strata Call Manager supports logging as a standard feature, writing out the information to a text file so it can be viewed or imported into other programs or databases. The Strata Call Manager Preferences Setup dialogs provide the user ability to enable/disable call logging and choose the types of calls to be reported. The administrator including the format of the data, its header line, the file name, and whether calls to the primary DN or all DNs on the phone are to be included can change other items.

[Logging] Settings Definitions

Data-Header=Date&tTime&tDir&tPhone&tName&tDur&tAn-swer&tAcct&tType&tNotes&tGUID

DataHeader – Column header for log file. Typi-cally you would use a tab-delimited format.

DataFor-mat=&D&t&T&t%B&t%H&t%N&t%L&t%S&t%A&t%T&t%X(“Notes”)&t%X("~CHdbGUID")

DataFormat – Data and format of a data record. Typically you would use a tab-delimited format.

LogFile=CallLog.txt LogFile – Path and filename of text file where logging will occur.

Enabled=Ya Enabled – Logging feature enabled “Y”es or “N”o

MaxSize=1 MaxSize – Maximum size of log file (in mega-bytes)

CallType=CO1 CallType – Call types that should be logged: “CO”, “A”ll, or “IC

LogSDNcalls=False Change to =T to log all calls including secondary appearances.

a. These items are now controlled using Setting Preferences (General Tab) and should not be changed by editing this .INI file.


Strata CIX


Exporting Call Information The Exporting Call Information is an action, which can be triggered from a Personal Call Handler rule or by the user pressing a programmable key set with this action. The action first pops up an “Export Information” screen that allows the user to add/review the information to be saved. If any required fields are empty, the user must enter them before being allowed to export. Then when the user presses the Save button, the action formats and exports the information to a text file at the desired location.

The only parameter needed when defining the action is the Path & Filename to which the export should occur. Typically, the target destination will be over a LAN to a system-level PC/database, so it's usually appropriate to have a network drive mapped specifically to the target location (i.e. F:\). Also since exports could be occurring simultaneously from many different PCs, it is recommended to use one of the system variables like &E (your extension number) as part of the filename so that the export filename is unique for each PC – for example: EXT&E.IMP

Export Information requires file-sharing access with Write permissions to the target folder. Users must be able to browse to the target folder and create a file, or Export Information will fail.

The export action can be configured and customized by changing fields in the [Export] section of the Agnt_Ph.INI file. Following is an example configuration.

[EXPORT] Settings Definitions

RequiredFields=MP RequiredFields – This parameter is used to des-ignate which fields the user will be required to enter (cannot be left blank) when the “Export Information” screen is presented. The choices of fields includes:

M = Main Listed Telephone Number

P = Phone number (CallerID or ANI on the call)

N = Name (CallerID name)

A = Account code

D = Destination.

HideFields=D HideFields – This parameter is used to desig-nate which fields to hide from the user when the “Export Information” screen is presented. Use this to hide fields your agents do not need to enter. The choices of fields includes:

M = Main Listed Telephone Number

P = Phone number (CallerID or ANI on the call)

N = Name (CallerID name)

A = Account code

D = Destination.

Important: Do not Hide a Required field. Users will be unable to save their information if they cannot enter data into all Required fields. You cannot enter data into a Hidden field.


Strata CIX


Line1=@@LOGON,EXT&E,&E

Line2=@@LEARN,M,%M,%P

Line3=@@DONEIF,SUCCESS

Line4=%P,"%N”,@@DEF,@@DEF,@@DEF, @@DEF,@@DEF,@@DEF

Line1 - Line4 – Up to 4 lines of text can be writ-ten on each export. Line1 through Line4 deter-mine the text output to the target file. These lines can contain text; call variables and system variables to provide all of the static and real-time information needed.

DefAcct=

DefDest=

DefName=

DefAcct, DefDest, DefName – These will be used as the default Account, Destination, and Name fields shown on the “Export Information” screen if these are not already present on the call.

AutoModify=Y AutoModify – When the user has entered infor-mation into the “Export Information” screen, it is typically desirable to immediately attach this information to the telephone call in progress. This flag is used to turn on this feature by setting it to “Y” for Yes.

Note If a “Main Listed #” is entered (and this feature is enabled), this main phone number is then substituted for the Calling number on the call, which typically helps ensure success on subsequent screen-pop attempts.

Path=F:\

File=&E.IMP

Path and File – Default values for the location and name of the Export file. These values are only used if the Export Information Action does not include the path and file parameter.

[EXPORT] Settings Definitions


Strata CIX


Editing the NP_Rec.INI File (Recording)

When using Tracer Features or Auto Call Record, a Ribbon group can appear on Strata Call Manager to show the recording status, offer the ability to start or stop the recording, and to enter a bookmark into the recording record. These are controlled in the NP_Rec.INI file and can be selected during installation if the Tracer Features option was chosen during installation or can be changed later by manual editing. The file contains a list of default bookmarks and each can be changed to meet your needs or additional ones added by adding a line and incrementing the numerical value.

To Show Recording Status

To have a button appear on the main Strata Call Manager screen to show the status of Tracer call recording set Recd_ViewStatus to “Y”.

[Recording]

Recd_ViewStatus=N

To Stop/Start Recording

To make the Record button active to allow the ability to either or both start and stop the recording set the following to “Y”. Setting these to “Y” also makes this feature available in System/PBX Commands for creating User Defined Actions.

[Recording]

Recd_Start=N

Recd_Stop=N


Strata CIX


To Enable Inserting Bookmarks

Strata Call Manager can be used to manually insert bookmarks into the OAISYS Tracer recordings while the call is recording. Change Set_Bookmark to =Y. This setting also makes this feature available in System/PBX Commands for creating User Defined Actions. The lines marked Bookmark1= to Bookmark’x’= provides a naming list for a selection of bookmarks to be inserted. The number of choices can be reduced or increased. Delete lines not needed or add new default bookmarks by incrementing the numerical value accordingly. Replace the text following the ‘=’ character as needed to meet your needs. These bookmarks can be are presented to the user when the user right-clicks the Record button for making a selection.

[Recording]

Set_BookMark=N

Bookmark1=Important Point

Bookmark2=Listen Here

Bookmark3=Phone Number

Bookmark4=Abusive Language

Bookmark5=Customer Service Issue

Bookmark6=Customer Order

Bookmark7=Confirmation

Some applications may want to create unique buttons for frequently used bookmarks. This can be done by creating a User Defined Action, selecting System/PBX Command, then choosing RECORDBKMARK=“Bookmark Text”. This button will work independently of the bookmarks defined above, thus the user does not need to have the Record Button on Strata Call Manager, but will require the setting Set_Bookmark=Y. If for example, abusive language is a problem, a button can be created using the Record Bookmark action and replacing “Bookmark Text” with “Abusive Language”. When the user presses this button this bookmark is inserted into the recording record.


Strata CIX


Editing the ONP_ACD.INI File (ACD)

This file controls the ACD features allowing or disallowing the use of ACD keys on the Strata Call Manager. These controls define a set of functions for use with ACD including the ability for the ACD Supervisor to login and take calls or not take calls. The default setting of this configuration file is highly dependant upon the PBX that this Strata Call Manager is connected.

Editing Chat_COS.INI File (Chat)

The Class-of-Service INI file has the following settings that can be changed using a simple text editor.

[ACD] Description

Enabled=N Set this to =Y to enable this for ACD function

SetWrapUpCOS=N Set this to =Y to allow users to control the ACD Wrap fea-ture.

3rdLoginCOS=N Set this to =Y to allow this Strata Call Manager to be used to Login or Logout other ACD agents. This allows an application such as TASKE to manually login and log-out agents.

ACDLCDenabled=Y Will display ACD messages when =Y.

PDNenabled=Y Strata Call Manager will only look for calls on the PDN when set to =Y. Will look for calls on all DNs when =N.

MakeUnavailable=N Does not matter.

ACD_RingOnLCD=Y Displays ringing call on LCD display when =Y.

ACD_SuperRcvCalls=N Does not matter. This is controlled while logging into or out of ACD from Strata Call Manager itself.

[COS] Settings Definitions

EnableDND_COS=N Set to =Y to enable the use of a DND function.

SendBroadcastMsgs=N When set to =Y this user is capable of sending a broad-cast message.

ShowEveryone-Group=N

When set to =Y this user will have a group that shows everyone on the system.

AddNewGroup=N When set to =Y, this user can create new groupings of users.


Open Architecture Interfaces 6

The Open Architecture provides for integrating applications within Strata Call Manager, such as the Dialer or Chat as well as provides enabling links for other programs running on the PC.

The Strata Call Manager is specifically designed to cooperatively work with many different Microsoft Windows applications. This allows you to do many different things including:

• dialing from other applications.

• automatically screen pop a contact database when a call rings in.

• automatically open call journals to take notes on a call.

• beep your pager when an important call is ringing.

• Log call activity for a permanent record.

Following are a list of the major interfaces provided in Strata Call Manager to integrate with other programs:

• TAPI Dialing Interface – This allows TAPI enabled applications, for example Goldmine 4.0, to dial calls using Strata Call Manager.

• DDE Command Interface – Non-TAPI applications can use this feature to dial and answer calls.

• Command File Interface – For applications that don't have TAPI or DDE capabilities, this interface provides another alternative to dial and answer calls.

• OLE/COM Interface – Strata Call Manager is an OLE server and as such supports a number of Methods that other applications can use to perform actions like to dial and answer calls.

• Outlook Phone Link – Microsoft Outlook is a powerful contact management program with which Strata Call Manager works very closely. This requires the installation of the Outlook Link application.

Note: Toshiba reserves the right to make changes (including changes, additions, and deletions) to these open architecture interfaces without notification. .

Registry Entries To help other applications know if and where Strata Call Manager is installed on a PC, the following registry entries are provided:

HKLM\SOFTWARE\Computer Telephony Solutions\NetPhone\install_path (C:\Program Files\Toshiba\NetPhone)

HKLM\SOFTWARE\Computer Telephony Solutions\NetPhone\exe_path (C:\Program Files\Toshiba\NetPhone\netphone.exe)


Strata CIX

Open Architecture Interfaces

Companion Applications Suite

The Strata Call Manager has a powerful “open architecture” capability that allows companion applications to be installed to extend the features and functions of Strata Call Manager. These companion applications inherit the look-and-feel of Strata Call Manager so they act as if the are “part of the Strata Call Manager”.

Many companion applications have already been developed including: “Call History”, “Extension Directory”, “Personal Directory”, “Buttons” and an “Integrated Web Browser”.

When a companion application is installed, one or more additional tabs appear at the bottom of the main Strata Call Manager screen. These tabs provide the access to the companion application for the user. The companion applications appear in the lowest panel of the main Strata Call Manager screen.

Configuration The appearance and configuration of these tabs is setup and controlled by registry entries. Contact Technical Support for details before adding an application not specified in the Installation File.

Open Architecture Links

DDE CommandInterface

The Strata Call Manager provides a DDE interface so that other programs can be setup to send commands to dial, answer, and hang-up calls plus other capabilities. This is quite useful, for example, when using a PIM or contact manager program like Commence or DayTimer Organizer (or any program that supports DDE dialing) to look up and dial a phone number.

This DDE interface requires the following:

Call ControlCommands

Application Name: AGNTPLUS

Topic: SYSTEM

DDE Execute String: <Command> See below for available commands.

Dial Call To dial an extension or outside phone number

Formats: 1) DIAL, "Phone Number", "Name", "Account"

2) [DIAL, "Phone Number", "Name", "Account"]

3) [DialNumber ("Phone Number", "Outside Number", "name", "account")]

Where: Phone Number = number to be dialed

Name = Name of person (for outside calls only)

Account = account number to attach (for outside calls only)

Answer Call Answer the oldest Ringing or Holding call.

Formats: 1) ANSWER

2) [ANSWER]

3) [AnswerCall (" ")]

4) ANSWERCALL,<CallID> Answer a specific call.

Where:

Hang Up Hangup on a call.

Formats: 1) DropCall

2) [DropCall ( )]


Strata CIX


Where:

Divert Call Send a ringing call to another destination.

Format: DIVERT, "CallID","Phone Number","Mbox"

Where: CallID = PBXCall ID of call, or if “” then Longest Ringing call will be assumed.

Phone Number = Inside or Outside phone number, Outside must have a comma – if comma is first , use Trunk Access Code programmed in Strata Call Manager.

Mbox = Voice Mailbox extension if call is going to V-mail.

Modify Call Change or attach info to an Outside call.

Format: MODIFY, "CallID", "Phone Number", "Name", "Acct"

Where: CallID = PbxCall ID of call.

Phone Number = Outside phone number.

Name = Outside number’s name.

Acct = Account number to be attached to the call.

DSS Call Dial or XFR call (depending on whether the phone is on a call)

Formats:

Outside Calls

Internal Calls

1) DSS, KEY, "Phone Number", “Name", "Acct", XfrType

2) DSS, KEY,"Ext #", "Mbox”,"", XfrType

Where: Phone Number = Outside phone number.

Name = Outside number’s name.

Acct = Account number to be attached to the call.

Ext# = Extension number.

Mbox = Voice Mailbox extension if call is going to V-mail

XfrType = 0 -- Allow transfer to be announced (use Centrex if outside to outside) = 1 -- Do immediate (Blind) transfer

= 2 -- Transfer to Hole (IC destinations only)>= 10 -- Don't transfer (Dial only)

Hold Call Place a call on hold.

Format: 1) HOLD

Where:

Dial Feature To dial a feature code.

Format: FEAT, “feature code

Where: Feature code = Your CIX feature activation code.

Start Recording To start recording the call using either Auto Call Record or Tracer.

Format: REC_START, PBX_CallID, Ext#

Where: PBX_CallID = ID of call to be recorded. If left blank the “Talk-ing” call will be assumed..

Ext# = Extension on call, if blank the Strata Call Manager Ext will be assumed

Stop Recording To stop recording.

Format: REC_STOP, PBX_CallID, Ext#


Strata CIX


Phone ControlCommands

Where: PBX_CallID = ID of call to be recorded. If blank the existing “Talking” call will be assumed.

Ext# = Extension on call, if blank the Strata Call Manager Ext will be assumed.

Add Bookmark Add bookmark to recording in progress.

Format: REC_BKMARK, PBX_CallID,BookMarkStr

Where: PBX_CallID = ID of call to be bookmarked. If blank the exist-ing “Talking” call is assumed.

BookMarkStr = Tesst of bookmark. If blank the users exten-sion number is used.

Transfer Call Transfer a call.

Format: XFR,”CallID”,”Phone Number”,”Mbox”,XfrFlag,DNDFlag

Where: CallID = ID of call to be transferred. If blank the existing “Talk-ing” call is assumed.

Phone Number = Inside or outside phone number, outside must have comma – if comma is first, use Trunk Access Code from Dial Plan.

Mbox = If CallID is blank, and Mbox is blank, Mbox = Ext num-ber of Strata Call Manager.

XfrFlag = “1” – blind Xfr, = 2 – Xfr to Hold, else – Announced.

DNDFlag = “Y” for DND override.

Minimize Strata Call Manager Window

Sends the Strata Call Manager window down into the tray.

Formats: 1) MINIMIZE

2) [Minimize ( )]

Where:

Restore Strata Call Manager Window

Brings the Strata Call Manager window back into its last position on the screen before being minimized.

Formats: 1) RESTORE

2) [Restore ( )]

Where:

Dial A Feature Code String

Dial a feature code string.

Formats: FEAT,”Feature Code

Where: Feature Code = The feature code to be dialed.

Set DND To turn on or off DND with an optional message.

Format: SET_DND, DNDnum, Msg

Where: DNDnum = 0 = DND off, 1 – 20 = Top-line of DND mes-sage.

Msg = 2nd line of DND message


Strata CIX


ACD CommandsAgent Login Log into an ACD Group.

Format: ACD_LOGIN, AgentID, Pilot, ForExt, popup

Where: AgentID = leave blank if not by AgentID, “*” = use last Agent ID used

Pilot = ACD group extension, left blank = ALL

ForExt = Blank = 1st-party, Non-blank – target 3rd-party exten-sion

Popup = Non-blank – means popup Strata Call Manager. If = “L” then also popup the Login/Logout screen.

Example: ACD_LOGIN,,, = Log me into all my ACD groups

Agent Logout Log out of an ACD Group.

Format: ACD_LOGOUT, AgentID, Pilot, ForExt, popup

Where: AgentID = Leave blank if not by AgentID, “*” = use last Agent ID used

Pilot = ACD group extension, left blank = ALL

ForExt = Blank = 1st-party, Non-blank – target 3rd-party exten-sion

Popup = Non-blank – means popup Strata Call Manager. If = “L” then also popup the Login/Logout screen.

Set Wrapup End or set a wrapup time.

Format: ACD_WRAPUP, AgentID, TimeSecs


TimeSecs = If blank or zero – it will “Clear Wrapup”, If non-zero it will set the agent state to Wrapup (WNR) for this amount of time.

Monitor Call Monitor a call on this extension.

Format: MONITOR_CALL, Ext#

Where: Ext# = Extension of phone on a call

Add Me As Agent Help Supervisor for this extension

Format: ADD_TOCALL, Ext#



Strata CIX


Other CommandsRun Action To run a Strata Call Manager User Defined Action.

Format: DO_ACTION, ActionName

Where: ActionName = Name of user-defined action to be run

Copy Info To copy information about this call into Windows Clipboard.

Format: CLIP_CALL, CID, FieldName, CallStatus

Where: CID = leave blank to use ‘CallStatus’ or Strata Call Man-ager’s ‘Most Likely

FieldName = Name of field to be read - “CID”, “CallerID”, “CallerIDNum”, “CallStatus “, “Account” are ‘standard’ fields, but any ‘extra-info’ field can also be read.

CallStatus = Only used if CID blank, find first call matching these types "T"alking, "R"inging, "H"olding, or "C"learing.

Note: If no calls match, it will put a Null on the clipboard.

Example: CLIP_CALL, , CID, “T” = Return the Call ID of the first “T”alking call.

Set Info Set information value on a call.

Format: SET_INFO, CID, FieldName, “FieldValue”, CallStatus

Where: CID = Strata Call Manager’s Call ID for the desired call. This could be provided using the %I variable. Or leave blank (“ “) if you want to use CallStatus or Strata Call Man-ager’s most likely call.

FieldName = Name of the field to be set – “CallerID”, “Call-erIDNum”, “Account” are standard fields, but any “extra-info” field can also be set.

FieldValue = The Info string that is to be attached.

CallStatus = Only used if CID is blank. Find first call matching these types “T”a.lking, “R”inging, “H”olding, “C”learing. However, this this field is also blank, Strata Call Manager will use the mostly likely call.

System Command Execute a system command.

Format: SYSTEMCMD, Command String

Where: Command String = Command string and parameters to be performed.

Calendar Appointment Outlook Calendar sends an indication whenever the appointment status is changed. Typically, these will occur when an appointment starts and again when it ends. This command could also be used by other applications to send information to Strata Call Manager. Use the %OC token in a User-defined Action to access the information.

Format: CALSTATUS,BusyStatus,Start,End,|Subject|,Impor-tance,|Location|,RemindBefore

Where: BusyStatus = 0 (Free), 2 (Busy), 3 (Out of Office)

Importance = 0 (Low), 1 (Normal), 2 (High)

Example: CALSTATUS,2,8/18/2005 4:12:00 PM,8/18/2005 4:42:00 PM,|Staff Meeting|,1,|Tempe|,15


Strata CIX


Command File Interface

Strata Call Manager also supports all of the above commands through a 'command file' interface so that programs that don't have DDE capabilities can send commands if they can simply create and write to a TXT file. The Strata Call Manager monitors its "\REQ" subdirectory for command request files to appear with the filename <fname>.REQ or an <fname>.RER. It will then open the file and read one line for a command (in the format above), attempt to execute the command, and then delete the command file.

For example, if you create a file called "MY_CMD.REQ" (in the "\REQ" subdirectory) that contains one line containing the text string: DIAL, "496-9040”, Strata Call Manager will detect this file and execute this command, dialing the phone number "496-9040".

OLE / COM Interface The TOSHIBA Strata Call Manager also supports many of the above commands plus some additional commands through an "OLE interface" so programs that support OLE can call methods directly.

In VBA script, the script code would look similar to the following example to "Answer" a call.

Dim ApNet As Object

Dim Suc As Integer

Set ApNet = New AgntPlus.cPhone

Suc% = ApNet.Answer( )

Call ControlCommands

Calendar Reminder Outlook Calendar sends an indication relating to the reminder of an appointment. This command could also be used by other applications to send information to Strata Call Manager. Use the %OR token in a User-defined Action to access the information.

Format: CALREMIND,BusyStatus,Start,End,|Subject|,Impor-tance,|Location|,RemindBefore

Where: BusyStatus = 0 (Free), 2 (Busy), 3 (Out of Office)

Importance = 0 (Low), 1 (Normal), 2 (High)

Example: CALREMIND,1,8/19/2005 10:25:00 AM,8/19/2005 10:30:00 AM,|Meeting|,1,|Home|,5

Answer Call Answer the first ringing or holding call.

Format: Answer ( )

AnswerCallID (PBX_CallID) Answers a specific call, ringing or hold-ing.

Where: PBX_CallID = PBX CallID as represented in ‘&B’.

Dial Call To dial an extension or outside phone number.

Format: Dial (Num, Name, Account)

Where: Num = number to be dialed

Name = Name of person (for outside calls only)

Account = account number to attach (for outside calls only)


Strata CIX


Hold Call To place a call on hold.

Format: Hold ( )

Where:

Hang Up Hangup on a call.

Format: Hangup ( )

Where:

Divert Call Move a ringing call to another destination.

Format: Divert (ID, Num, Mbox)

Where: ID = “ ” then longest ringing call will be assumed

Num = Inside or outside phone number, outside must have comma – if comma is first, use Trunk Access Code programmed in Dial Plan.

Mbox = If ID is blank, and Mbox is Blank, Mbox = Ext number of Strata Call Manager

Transfer Call Transfers a call to a specific destination.

Format: Transfer (CID, Num, Mbox, XfrFlag, DNDoverride)

Where: CID = Strata Call Manager’s Call ID for the desired call (i.e. this could have been provided to the app using an event from Strata Call Manager with %I variable). Or leave blank (“ ”) if want to use the call on which you are presently “Talking”.

Num = Inside or outside phone number, outside number msut have a comma – if comma is first, use Trunk Access Code from the Dial Plan.

Mbox = Mailbox number to receive the call if “Num” is V-mail num-ber.

XfrFlag = 1= Blind Xfr, 2 = Xfr to Hold, else - Announced

DNDoverride = "Y" for DND override (if available)

Example: Transfer (“” , 2502, 1010, “”, “”) = Transfer call to V-mail extension into V-mailbox “1010”.

Start Recording To start recording the call using either Auto Call Record or Tracer.

Format: RecordStart (PBX_CallID, Ext#)

Where: PBX_CallID = ID of call to be recorded

Ext# = Extension on call, if blank the Strata Call Manager Ext will be assumed

Stop Recording To stop recording.

Format: RecordStop (PBX_CallID, Ext#)

Where: PBX_CallID = ID of call to be recorded

Ext# = Extension on call, if blank the Strata Call Manager Ext will be assumed.

Record a Bookmark Add a bookmark to the recording in progress.

Format: RecordBkMark (PBX_CallID, BookMarkStr)

Where: PBX_CallID = ID of call to be bookmarked. If blank the existing “Talking” call will be assumed.

BookMarkStr = Text of bookmark. If blank the user’s extension number will be used.


Strata CIX


Phone ControlCommands

ACD AgentCommands

Set Phone View Sends the Strata Call Manager window down into the tray or brings it back to its normal view on the screen.

Formats: SetPhoneView (ViewType)

Where: ViewType = 0 = Normal , 1 = Minimized

Dial Feature Code Dial a feature code string.

Formats: DialFeature (FeatStr)

Where: FeatStr = Feature code of the PBX.

Set DND To turn on or off DND with an optional message.

Format: SetDND (DNDNum, Line2)

Where: DNDnum = 0 = DND off, 1 – 20 = Top-line of DND mes-sage.

Line2 = 2nd line of DND message.

Agent Login Log into an ACD Group.

Format: ACD_LogIn (AgentID, PilotExt, PhoneExt, PopUp)


PilotExt = ACD group extension, left blank = ALL

PhoneExt = Blank = 1st-party, Non-blank – target 3rd-party extension

PopUp = Non-blank – means popup Strata Call Manager

Agent Logout Log out of an ACD Group.

Format: ACD_LogOut (AgentID, PilotExt, PhoneExt, PopUp)


PilotExt = ACD group extension, left blank = ALL

PhoneExt = Blank = 1st-party, Non-blank – target 3rd-party extension

PopUp = Non-blank – means popup Strata Call Manager

Monitor Call Monitor a call on this extension.

Format: MonitorCall (Ext#)


Add Me As Agent Help Supervisor for this extension.

Format: AddMeToCall (Ext#)

Where: Ext# = Extension of phone on a call.


Strata CIX


Other CommandsPerform Action To run a Strata Call Manager User Defined Action.

Format: PerformAction (ActName, ActType, ActParm )

Where: ActName – Can be the label on a key.

ActType – Number of action: 1 = dial feature, 2=dial number; 3=OAI command; 5=User-Defined action, 7=Pop URL; 8=Run Pgm

ActParam -- Parameter for the selected action (i.e. “4969060” for phone number).

Run Action To run a Strata Call Manager User-Defined Action.

Format: PerformUserAction (ActionName)

Where: ActionName = Name of User-Defined action to be run

Get File Retrieve a file from Server.

Format: GetFile (FromPath, ToPath)

Where: FromPath = Complete path name of file to retrieve.

ToPath = Complete path name folder to place file.

Get Info This can be used to read a number of different values of information. Returns a string value.

Format: GetInfo (FieldName)

Where: FieldName = Value to be read back including:

AGENTID – present setting of the last used AgentID

EXEPATH – path to where the NetPhone is running

DND – setting of DND feature (“ ” = off)

FWD – setting of FWD feature (“ ” = off)

EXTNAME – PBX username associated with NetPhone

PDN – Primary Directory Number for NetPhone

“ ” – Return PBX Extension Number for NetPhone

Get Call Info Returns a sting value containing the value of the field desig-nated.

Format: GetCallInfoField (CID, FieldName, CallTypes)

Where: CallID = Leave blank if want to use ‘CallTypes

FieldName = Name of field to be read -- “CID”, “CallerID”, “CallerIDNum”, “CallStatus “, “Account” are ‘standard’ fields, but any ‘extra-info’ field can also be read.

CallTypes – Only used if CID blank, Find first call matching these types "T"alking, "R"inging, "H"olding, "C"learing.

Note: If no calls match, a Null string will be returned.

Example: GetCallInfoField (“ ” , Account, “R”) = Return the Account number of the first “R”inging call

Copy Info Copy Info about call into Windows Clipboard – Copies a string value containing the value of the designated field into the clipboard.

Format: ClipCallInfoField (CID, FieldName, CallTypes)


Strata CIX


Where: CID = leave blank if you want to use “CallTypes” or Strata Call Manager’s most likely call.

FieldName = Name of field to be read – “CID”, “CallerID”, “CallerIDNum”, “CallStatus”, “Account” are standard fields, but any extra-info field can also be read.

CallTypes = Only used if CID is blank. Finds first call match-ing these types – “Talking”, “R”inging, “H”olding, “C”learing. If no call matches, it will place a NULL on the clipboard.

Get Feature List Returns bit list (long integer) of enabled features as follows:

Format: GetFeatBitList ( )

Where: SHOWRECORD = &H1& -- allowed to show “Recording-in-progress” indication

STARTRECORD = &H2& -- allowed to manually start a Recording

STOPRECORD = &H4& -- allowed to manually stop a Recording

ACDENABLED = &H8& -- allowed to access ACD features (login, logout)

ACDLOGIN3RD = &H10& -- allowed to access ACD fea-tures for 3rd parties (that is other phones).

Note: The ACDENABLED bit must also be set.

Set Info Field Set information field on a call.

Format: SetCallInfoField (CID, FieldName, FieldValue, CallStatus)

Where: CID = Strata Call Manager’s Call ID for the desired call (i.e. this could have been provided to the app using an event from Strata Call Manager with %I variable). Or leave blank (“ ”) if you want to use CallStatus or Strata Call Manager’s most likely call.

FieldName = Name of field to be Set -- “CallerID”, “Call-erIDNum”, “Account” are ‘standard’ fields, but any ‘extra-info’ field can also be set.

FieldValue = The Info string that should be attached.

CallStatus = Only used if CID blank, Find first call matching these types "T"alking, "R"inging, "H"olding, "C"learing. If no calls match this request, a NULL string is set.

Example: SetCallInfoField (“” , “Notes”, “Testing”,“T”) = Set the Notes field to “Testing” on the call in which I am “T”alkingl.

OutLook Lookup Lookup phone number in Microsoft Outlook.

Format: Outlook_LookUp (CID, SearchType, SearchFor, NoMatch, ExactMatch, MultiMatch)


Strata CIX


Where: CID = Strata Call Manager’s Call ID for the desired call (i.e. this could have been provided to the app using an event from Strata Call Manager with %I variable). Or leave blank (“ ”)

SearchType = “P” for phone number

SearchFor = Phone number string

NoMatch = What to do if no matches found

ExactMatch = What to do if Exact (single) match is found

MultiMatch = What to do if multiple matches are found

Example: Outlook_LookUp ("", "P", “4804969040”, "U", "C", "U")

System Command Perform a PBX/System command.

Format: PerformSystemCommand (CommandStr)

Where: CommandStr = Command and parameters to perform. See Strata Call Manager User Guide’s User-Defined Actions for details of commands available.

Send Chat Send a Chat message using TOSHIBA chat client.

Format: SendChat (sExt, sName, sMsgType, sMsg, sSendOption)

Where: sExt = The Extension number of the person to chat with. If you leave this blank, the main Chat window will pop up and allow you to manually select the person

sName = (don’t need to supply if sExt is provided) – The name of the person to chat with. If you leave this blank, the main Chat window will pop up and allow you to manually select the person

sMsgType = Future feature – leave blank for now

sMsg = Message to be sent

sSendOption = "I" - Immediate Message -- send message immediately or "C" (or blank) -- Canned message -- type message into user buffer but wait for user to press SEND

Example: SendChat (“1001”, “”, “”, “Help! I have an abusive call”, “I”)

General Command General (or DDE) Command – this can be used to execute any of the DDE commands described earlier in this docu-ment.

Format: GenCmd (CommandStr)

Where: CommandStr = Command and parameters to perform.

Example: GenCmd (“ACD_WRAPUP,,30”) = Set Agent state to Wra-pup for the next 30 seconds.

Note: This command is a low-level command that will allow specialty applications to operate.


Trouble Shooting

Installation Problems

TAPI Service Provider Problems

Cause(s): Solution(s):

TAPI Service Provider Not Matched

Strata Call Manager searches the installed list of TAPI Service Providers for any entry containing the words “Net Server” The error appears when Strata Call Manager is unable to match the specified text to any TAPI Service Provider.

Ensure the Net Server TSP is installed and appears in the Telephony section of Control Panel.

Ensure the TAPI Service Provider entry in Strata Call Manager Setup | Preferences | Main contains a valid TSP name.

Re-install Strata Call Manager with the latest version available to your maintenance plan from Toshiba FYI.

Strata Call Manager Cannot be Installed over the Network

Network permissions may prevent users from executing files, or the setup file may not be available on a network share.

Check the permissions for the remote user and ensure they have Read and Execute on the setup file.

Make sure the setup file is available in a folder or device shared to the network.

Contact the local Network Administrator for additional assistance.


Couldn't Resolve Hostname

The hostname in the configuration dialog is misspelled or does not exist. DNS name resolution may be configured incorrectly.

Check the spelling of the hostname.

Ping the Net Server by name. If this fails, try pinging by IP address.

If the ping by name fails but the ping by address works, contact the Network Administrator to resolve the DNS problem. Or, use the IP address instead of the hostname.

Connection Failed to Host

Strata Call Manager contacted the PC listed in hostname, but there was no response from Net Server.

Make sure Net Server is running on the target PC. If connecting through a firewall, ensure TCP port 8767 is open for two-way communication.


Strata CIX

Trouble Shooting

Invalid Access Password

The extension is already listed in Net Server Admin with another password.

Check the Client Password in Net Server Admin. This feature prevents malicious users from assuming control of other keysets without permission.

TAPI Service Provider Not Operational

Windows 98 SE supported the Windows Automatic Update feature. In some cases, Windows Update installed a new version of the TAPI Server on the PC. This updated version was incompatible with the Strata Call Manager TSP.

Check the date on \Windows\System\TAPISRV.EXE – if it is 5/99, it is incompatible with the Strata Call Manager TSP. Current versions of Strata Call Manager Setup automatically install the correct version. Microsoft Windows Update now also installs a newer, compatible version.

Software Key Feature Points Unavailable

The copykey is not installed on Net Server PC.

Attach the hardware key to the Net Server PC parallel port and click Re-Read Copy Key on Net Server Copykey tab.

The copykey does not contain Strata Call Manager licenses, or all available Strata Call Manager licenses are currently in use.

View the number of points available on the key using the Copykey service entry on the Net Server Services tab. DFES determines the number of Strata Call Managers allowed. SCM requires 22 DFES units per copy. Other applications may also use DFES units, such as DSS and Chat. If other users are running copies of these programs without permission, those applications may be using feature units intended for Strata Call Manager users. You may need to add additional points to the key by purchasing additional software licenses.

Service Unavailable

Strata Call Manager connected to Net Server, but Level 2 OAI Service has not yet logged into Net Server. OAI connection may be down.

Check Net Server and Level 2 OAI. Make sure Level 2 OAI is communicating with the PBX.

Extension Already Exists

Problem occurs because Strata Call Manager is attempting to connect with an extension number that already exists in the db. Name and Password must match exactly for this to work. This feature prevents people from using Strata Call Manager to take over other phones (intentionally or accidentally.)

Install Net Server Administrator, and either remove the Client Extension record, or copy the name and password to the PC client(s).



Strata CIX

Trouble Shooting

Configuration Problems

Could Not Add New Client to Database

The username is already listed in the Net Server Database with another extension.

Change the username, or delete the existing user from Net Server Administrator.



Strata Call Manager is Running in Demo Mode

May not be connecting to Net Server.Verify Net Server is operational and Strata Call Manager is pointing to the server’s name or IP address.

May not have enough feature points to run Strata Call Manager.

Check the available feature points on Net Server. Make sure there are sufficient licenses available for the number of active copies of Strata Call Manager.

If you received a feature point upgrade, the Copy Key Upgrader may not have accepted the enabler code.

Copy Key Upgrader didn’t add all of the feature points. Check that you are using the latest version of Net Server. You can also download a Copy Key patch file for Net Server 3.1.128 or lower. Apply the patch or install a current Net Server. Then re-apply the enabler code.

Strata Call Manager Buttons are Transparent

Net Server could be down. Verify that Net Server is operational.

You may have the wrong IP address selected for the Net Server.

Verify the server name/IP address in Strata Call Manager.

Some early versions of Strata Call Manager did not install properly.

Reinstall a current version of Strata Call Manager. One can be downloaded from http://support.Toshiba.com.

The color settings may be incorrect. Try a different color depth (256 colors, true color).

The screen resolution may be interfering with Strata Call Manager.

Try a different screen resolution (640x480, 800x600, 1024x768).

The video driver may not work with Strata Call Manager.

Get the model number of the video board. Check for more current drivers.

Strata Call Manager is Dialing an Area Code for Local Calls

The local Dial Plan Rules are configured incorrectly.

Go to Preferences | Dialing and check the local Dial Plan settings. Make sure "Dial Area Code on all Local Calls" is not checked.

The Server Dial Plan Rules are configured incorrectly.

Go to Preferences | Dialing and Check Plan next to "Use SERVER Dial Plan." Test local numbers using the Tester. If the numbers are formatted incorrectly, modify the Dial Plan Server settings on the TOSHIBA PC.


Strata CIX

Trouble Shooting

Third Party Out Dialing/Screen Pop Problems

None of the Buttons on Strata Call Manager Work

3rd party call control and/or system level events may not be enabled.

3rd party call control and System Level Events must be turned on in CIX programming.

Strata Call Manager Drops into the System Tray and Will Not Run.

You may have the wrong hostname for the NetServer.

Check the hostname: Open Control Panel/Phone and Modem Options and select the Advanced tab. There, select the Net Server TAPI Service Provider press the Configure button.

Undetermined problem with hostname resolution.

This problem may be resolved by using the IP Address instead of the hostname.



Strata Call Manager Hangs Up when Clicking Anywhere in Goldmine

The Goldmine TAPI subsystem does not respond properly after initiating a TAPI dial. Clicking anywhere in Goldmine sends a TAPI disconnect to Strata Call Manager, causing Strata Call Manager to hang up the call.

Install TAPI Link and configure Goldmine to use it instead of the Strata Call Manager TSP.

TAPI Outdial is Not Working with Goldmine on Win2000

The TAPI Service may not allow users to access the service.

Review the Goldmine Application Note for details on allowing PC users to interact with the Telephony service.

Strata Call Manager Will Not Screen Pop Outlook

Outlook Link is not installed.

Strata Call Manager requires Outlook Link to work with Outlook.

Download and install the latest Outlook Link from Toshiba FYI or re-install Strata Call Manager choosing Microsoft Outlook on the screen asking to select an integration option.

Note: Outlook cannot be running when you install Outlook Link.


Strata CIX

Trouble Shooting

Miscellaneous Problems


Call History File is getting too big

The Call History feature logs all calls to a text file.

Call History is logged to a file, by default, the calllog.txt file in the User’s Local Settings folder. When the calllog.txt file exceeds the limit defined in the Agnt_Ph.INI configuration file (default size is 1 Mbyte), the calllog.txt file is renamed calllog.prv and a new calllog.txt will automatically be started.

Strata Call Manager Hangs Up After Dialing an Outgoing Call

Personal Call Handler may have a rule configured incorrectly.

Review the PCH Rules for any that might attempt a Transfer or Disconnect when a call is answered. Also look for any rules that might execute a Transfer or disconnect while the phone is active on another call and a new call arrives.

Strata Call Manager Message Light blinks, "No Message to Retrieve" when clicked

System OAI does not provide complete information on message indicators. Strata Call Manager must track message status internally, and sometimes loses sync with the actual message count.

Restart Strata Call Manager.


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